Senior Head of Operations (Future COO Track)

Role Summary

Own the end-to-end operations of the business, ensuring every outlet consistently delivers exceptional customer experience, operational excellence, and strong financial performance. This is a leadership role with a clear growth path to COO based on performance.

Key Responsibilities

- Own the P&L; and overall operational performance across all stores.
- Build and embed a culture of delivering a consistent “Customer Wow” experience.
- Lead continuous recruitment, training, coaching, and retention of store teams, taking personal ownership of hiring through referrals and networks, without relying solely on HR.
- Personally monitor and respond to customer feedback across Google, Zomato, Swiggy, and in-store channels, driving continuous improvement.
- Ensure excellence in food quality, consistency, hygiene, food cost, inventory, procurement, vendor management, and supply chain.
- Conduct regular store audits, drive operational compliance, and lead current store openings.




- Lead from the front by spending significant time on the shop floor—especially on weekends—interacting with customers, serving orders, coaching teams, and setting the benchmark for hospitality and service standards.

- Key KPIs

- Customer Experience: Consistently deliver exceptional customer satisfaction, industry-leading ratings, and minimal complaints.
- People: Build a stable, high-performing team with strong recruitment, retention, and continuous capability development.
- Operations & Profitability: Achieve operational excellence, cost control, and healthy unit economics across all stores.

- This communicates that the role isn’t just about managing operations—it is about building culture, leading by example, and creating a customer-obsessed organization, which is exactly what you’d expect from someone who could eventually become COO.

📌 Senior Head of Operations (Future COO Track) (Mumbai)
🏢 Ghost Kitchens India
📍 Mumbai